Overview
If you're unhappy with any aspect of Mercuryo's service, you can submit a formal complaint. We review every complaint fairly, thoroughly, and in line with our legal and regulatory obligations.
Note: If you only need help with a transaction, verification, or another support issue, please contact our Support team instead of submitting a complaint. This is the fastest way to get assistance.
Before You Submit a Complaint
Use Support if you need help with:
- Transaction status
- Verification (KYC)
- Account access
- Payment issues
- General questions
📧 Email: support@mercuryo.io
💬 Live Chat: Available on our website and in the app
Submit a formal complaint only if you're dissatisfied with our service or how your case has been handled.
How to Submit a Complaint
Email us at:
To help us investigate your complaint as quickly as possible, please include:
- Your full name
- The email address linked to your Mercuryo account
- A clear description of the issue
- Relevant transaction details (if applicable)
- Any supporting documents or screenshots
Providing complete information helps us review your case more efficiently.
What Happens After I Submit a Complaint?
When will I receive confirmation?
We'll acknowledge receipt of your complaint by email within 3 working days.
How long does the investigation take?
We aim to provide a final response within 15 working days.
If your complaint is particularly complex, the investigation may take up to 35 working days. If this happens, we'll let you know and provide an updated estimated completion date.
Will You Contact Me During the Review?
Yes. All updates, including our final response, will be sent to the email address you used to submit your complaint.
If we need additional information from you during the investigation, we'll contact you by email.
If we don't request anything further, no action is required from your side while the review is ongoing.
When Is a Complaint Closed?
A complaint is considered closed when:
- We have sent you our final response, or
- You confirm in writing that you're satisfied with our response.
What If I'm Not Happy With the Outcome?
If you're not satisfied with our final response, you may be able to escalate your complaint to an appropriate Alternative Dispute Resolution (ADR) body or external authority, depending on your eligibility.
EEA Consumers
You can find information about available dispute resolution options through the European Commission’s Online Dispute Resolution Portal.
Financial Ombudsman Service (where eligible)
For eligible consumers who hold an e-money account (IBAN) or merchants using our card acquiring services, you may contact:
Financial Ombudsman Service
Exchange Tower
London E14 9SR
Telephone: 0800 023 4567
Email: complaint.info@financial-ombudsman.org.uk
Website: https://www.financial-ombudsman.org.uk
Frequently Asked Questions
Can I submit a complaint through live chat?
No. Formal complaints must be submitted by email to complaints@mercuryo.io.
Can Support resolve my complaint?
Support can help with general account and transaction issues. Formal complaints are handled separately by our Complaints team.
Do I need to send additional information after submitting my complaint?
Only if we contact you and specifically request it. Otherwise, no further action is required while your complaint is under review.
Can you tell me what you're investigating?
During an active review, we're unable to share internal investigation details. Once the investigation is complete, we'll provide our final response by email.
Can you provide an exact completion date?
Unfortunately, we cannot guarantee an exact completion date. Most complaints are resolved within 15 working days, although complex cases may take up to 35 working days.
Our Commitment
We are committed to handling every complaint fairly, consistently, and as quickly as possible. We also review complaints to identify recurring issues and improve our products, services, and customer experience.
